GrabCar / GrabTaxi / ride

I have sent you guys about 4 emails with still no response. I put in my card details and was deduced 11 dollars on my ride to which the driver made me pay 11 cash too without me realizing he had already taken payment through card. I have asked you guys 4 times for a refund which doesn't seem to be getting through to your team.

On top of this, I keep being rewarded a 'grab7' reward which every time I try use I am apparently not eligible for.